Getting ROI On Your Healthcare Call Center
To find the best ways to connect with their patients, healthcare organizations often engage in robust debate of potential returns on investment by building a healthcare call center. These careful deliberations are vital. Call centers are complex operations, and the investment, planning, construction and subsequent operation—while also assuring quality staff interactions with patients to achieve that critical connection in the new consumer driven health era—can negatively impact healthcare organizations’ core focus on treating patients.
Should you invest in a healthcare call center?
As patients transition into consumers, the need to effectively drive patient satisfaction becomes critically important. Often the best way to meet this need is through a dedicated healthcare call center.
One four-year study on healthcare call centers found that patients assisted by a call center had a retention rate of 70% vs. 46% retention rates for patients who scheduled appointments through other channels.
The same study found that patients with unresolved complaints relate their negative experience to an average of 9-10 other people, while 90% of patients who have their complaints resolved will remain loyal to the healthcare organization. While healthcare call centers don’t generally manage complaints, a well-run call center effectively manages patient experiences and leads to increased satisfaction and lower complaints overall.
Healthcare call centers are potential drivers of revenue and profitability—proven to yield at least a three to one ROI—but is building a call center as easy as finding space, plugging in telephones and computers, and getting staff in seats to answer calls?
Healthcare call centers need to be effective. It’s not enough to just answer the phone—it must be done with accuracy and quality.
Build vs. buy
The time, expense, complexity, and manpower required for an effective call center often make the “buy” option more efficient and effective than the “build” choice. Many reasons account for this, mainly the “Camelback” problem, personnel issues, high cost of technology and infrastructure implementation, finding appropriate facilities, and limited scalability options for in-house call centers.
The “Camelback” problem
Patients often call during breaks in their schedules, creating oscillating call volumes that increase patients wait-times, especially in the early morning, lunch hour, or end of day. This “Camelback Problem” leads to paying for internal resources in the mid-morning and mid-afternoon hours when call volumes are lower. Call volume variability makes it difficult to staff, both efficiently and efficaciously. An outsourced solution offers staffing flexibility to meet uneven call demand and relieves the burden on the health organization, freeing up their internal staff for the in-office needs of their patients.
Recruiting, staffing, training, and managing internal staff can present a significant cost and resource drain to an organization through turnover, training, supervisory oversight, and quality assurance. In addition, internal staff often lack operational expertise to effectively manage a healthcare call center.
Technology and Infrastructure
Setting up an internal call center requires significant capital investment in telephony, CRM, and call center software, in addition to managing IT staff necessary for data integration, reporting, and dashboards.
An internal solution requires space planning, availability, rent, architecture, and furniture, all additional investments that would not be required with the outsourced option.
Setting up an internal call center results in delays caused by personnel hiring and staffing, and by technology infrastructure build time. An outsourced solution can be ramped up quickly since all required resources are already in place.
While it may initially appear that building a healthcare call center will drive growth and improve patient experience, the reality is that partnering with experts that have best-in-class responsive staffing, sophisticated technology, and flexible workflows will lead to the greatest ROI for healthcare organizations
Envera Health and healthcare call center solutions
The Envera Health call center solution is particularly effective in providing the benefits of a healthcare call center without the headaches of setting one up on your own. Operational scale and a quick response team enables Envera to staff up and down to meet demand. We contract to your specific SLA and deliver quality to your patients. Our ability to improve patient experience through multi-channel touches, meeting their needs anywhere, anytime, on the device of their choice is unmatched in the industry.
The services of our healthcare call center solution include:
- Patient reminders
- Fully integrated, technology-agnostic CRM
- Patient satisfaction measured on every call
- Real-time monitoring with customizable dashboards
- Flexible agents, skilled to meet changing practice and service line needs
- Advanced workforce management insight to adjust staffing at peak times and extended hours in the evening and on weekends
- Quality Assurance on 100 percent of calls
- Real-time insight into call performance, both quality and content
In an age of instant gratification, patient/consumers expect more convenience, access, and ease from their providers. Long hold times, limited office hours, and limited appointment availability will quickly force patients to go elsewhere for their healthcare needs. The Envera Health healthcare call center solution is ahead of its time in its ability to conduct multiple touches using the communication channels patients prefer.
Most importantly, our Patient Access Coordinators (PACs) are unmatched in the ability to provide human, empathetic connections with frustrated, anxious, or sick patients seeking care. Hired from a deep pool of talent nationwide, our PACs are selected based on experience, skill, but also behavioral assessments administered in the hiring process to select for high levels of curiosity, openness to experience, friendliness, and agreeableness. Qualified and connected PACs have been proven to increase patient experience and satisfaction while minimizing operational errors.
Want to know the potential ROI Envera Health’s fully integrated, white-labeled services can deliver to your system? Check out the ROI calculator for our Patient Access solutions and see how we can partner with you to manage your call volume to generate more revenue.